Jet Blue Crisis
I believe Jet Blue handled the crisis in a reasonably effective way. One thing they could have done better, which was mentioned in the “Communication Lessons from the JetBlue Meltdown,” was making their web site a fast communication tool to the public. I also believe it would have been a good idea to turn the wait time into a sort of event by bringing in food and activities for children. I definitely think JetBlue handled their crisis in an ethical way. They didn’t lie to the people about the fact that it was their fault a situation like that arose. However, the situation that people were put in was unethical. To force someone to stay on a plane for 11 hours dips into a person’s privacy and well being.
The Luntz article was very interesting. The rule #5 about offering something new pertained to the Jet Blue crisis. Jet Blue’s Customer Bill of Rights was put into place after the crisis occurred. I particularly like the part of the article which touches upon speaking aspirationally. Luntz makes an example of this through Martin Luther King’s “I Have a Dream” speech. People like to hear what they want to hear and this couldn’t be closer to the truth. Jet Blue took action by offering people their money back and this is something the people wanted to hear.
Luntz’s article will prove helpful when writing my press release document. The advice to use short words and short sentences will help to clarify my content. I also think the article on “10 Steps to Recovery for Jet Black and Blue” will help guide me along for my press release. A point they mentioned was to have humanity. I think making the reader feel as though they can relate with whoever wrote the press release is a strong idea.
Comments
Response
I agree, when people hear that they would be getting money in return for wait time, it almost provides an incentive to go with JetBlue over other airlines. However, some people may look at the Bill of Rights and see a company that is unreliable and does not let their flights go to plan all too well. I think as a passenger I would much more prefer being told that my flight will go on as scheduled rather than offering money in return. It almost sounds like you are gambling by going with JetBlue telling you, “Maybe our flights will not take off on time, but you won't have to worry because we will pay you for your time." You might as well just by a ticket for a flight that you know is going to get cancelled and wait it out to try to actually make money off the purchase. If a similar situation arises when weather has potential to be the way it was this February, I'm sure JetBlue will be much more cautious with their plans. It is important that they learn from their mistakes. I agree with their proposal in the Bill of Rights, but I think that it can also be looked at as a joke for their company. They should try to take more of an approach saying that they will do their best to assure flights will go on as scheduled.
RE: Jet Blue Crisis
You bring up excellent points and suggestions in your post. I did not even think to have them update the situation on the company website. A small detail like that could have provided a medium for concerned family members to stay updated to the status of the situation. Bringing food into the aiport for guests sounds like a great idea, but JetBlue could not even get more employees in to help, which may have avoided this large of a situation in the first pleace, so the food idea would probably be unlikely. I also agree with the fact that keeping people in the tight quarters of an airplane for an excessive amount of time is not only unethical, but it is inhumane. They at least should have let the people trek through the weather and go into the airport!
Jet Blue Crisis
I also agree with the idea that Jet Blue should have updated their website so that travelers could find out what was going on with their flight. This would have been a simple solution to a very complex problem. By doing this they could have also freed up employees who were watching the phones. These employees if applicable could have been used at the airports to deal with the large amounts of customer complaints. Also about leaving the passengers on the planes, I do not understand why the airport could not have either shuttled the passengers back to the airport or allowed the airplane to taxi in or be towed in. I do understand why the passengers were not allowed to trek through the weather. My best guess would be that airport officials did not want to liability of a bunch of disgruntled passengers marching around a slick airport tarmac.
Jet Blue Communication
I think that you brought up a good point about constant updates on the internet by Jet Blue. However in this world of technology I think they could do better next time. Knowledge is key and during this crisis if Jet Blue was able to share knowledge with the public faster they may have avoided a lot of trouble. I think that first and foremost they should have been in connections with the planes letting people know everything that is going on and the current status of the situation. Next they should send the latest info through their website and through e-mail so that people could know what was going on right when Jet Blue knew.
Response
I really like your idea with communicating through their website. This would have been a fast communication tool and the employees that were unable to be at the airport could have updated the website from their location. With the advancements in technology, many people can access the web from their cell phones and most people have cell phones now. This would have been very convenient for the employees unable to help at the airport and for communication between JetBlue and its customers. Overall, I think JetBlue could have handled this situation in a more effective way but I do agree that the Customer Bill of Rights was effective because that is what the customers wanted to hear. They will also know that if they travel with JetBlue again, and a problem occurs, they will be compensated for their time and frustration. I like your last statement too. Relating to the writer or speaker, whatever the case may be, is extremely important in establishing trust and honesty.
Reading Response Comment
I had never thought about making their website a good communication source, but that is a very good suggestion. I am sure many people had better access to the internet at that time, because I know that the phone lines were tied up. The internet would have been the best way for information to be provided to a large amount of people in a short period. I hope that after this crisis Jet Blue realizes how much communication means to their customers and how important it is to communicate with your customers. In most companies communication is the key to success!
Alayna Willis
Reply
I agree with you, I had the same point in my response about it unethical in some ways. The unethical part of this situation is that these poor customers were stuck on the plane for hours upon hours with no food, drinks, or anything to do. I was thinking about the poor children or people that are claustrophobic. That is unethical that they made these people stay on the plan with out any thing. It also does dip into their privacy and well being especially for people in poor health! I think that all of the readings will help with the press release also.