Reading response
I think that the whole Valentine's day event was handled pretty well by Jet Blue. it's eveident from the the article that I found on USAToday.com. It says, " What meltdown? JetBlue named top U.S. airline." According to this article there was a survey conducted in April on the popularity of the airlines and the Jet Blue stood at number 1 position through its amazing customer service. I think that it was just unfortunate on part of the airlines to have experienced such a situation. The airlines is not that old. The Bill of Consumer Rights posted on the website was an amazing move which proved to the customers that the airlines cared for them, shortly after that the CEO of the airline group admitted his mistake and asked the people to cooperate by giving them another chance to serve them. The tone in which he spoke clearly brought forward the fact that even he was feeling bad for the people's inconvienience. Then in another article its mentioned that he called the whole staff to attend to the passengers stranded on the airport.
i think the crisis was handled in an ethical manner, by admitting the mistake and offering the the passengers what they deserved after all that happened.
I am not sure as to how i will respond on behalf of the company. Its a bit difficult to think in the manner without having any training but still i try to give my best.
Comments
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The tone is very important. I think that the company lucked out in the fact that it was able to rebound and come back on top. I personally didn’t like the way everything was handled and feel like if they would have had better internal communication within the company the customers would have received information faster. The bill of rights and compensating the customers involved definitely showed the people that JetBlue is based on their customer service and out there to help the customers. I hope they learned from that crisis and will handle future ones in a better manner.
Reading Response Comment
I agree with you that internal communication would have been the key to the Jet Blue crisis. I think a lot of the situation could have been avoided if there was communication among the staff. I feel like the passengers could not get answers because there were no answers to give out. Many people got upset because they could not get answers. If the communication part was handled better, I feel more passengers would have stayed calm throughout the situation. I know that I would have got a little antsy if I were on the plane.
Alayna Willis
JetBlue is still around
I think the Bill of Rights JetBlue posted on their website was very important to the company staying afloat. Even more, as you pointed out, the company is still rated number one through its customer service. I find this amazing! In so many cases I could only imagine this would have brought down the entire company. I completely agree the CEO admitting their mistakes and asking for another chance was courageous. I think his tone also had a lot to do with the rebound. He was able to show the company had made a mistake and they were going to make changes.
Reply
I think the CEO's tone when he spoke was definitely what made the difference. As you said, he was very apologetic and very willing to admit all of the mistakes. He took responsibilty for everything that happened and came up with a plan to reimburse all of the customers. If he hadn't taken such a sympathetic and apologetic approach, I don't think JetBlue would have had the success it seems they are having with customer service. That's so amazing that after such a dramatic situation, the company was able to pull out of it and be thought of as having such great customer service!
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I agree with you that the putting up the Costumer bill of rights on their website was a good idea for the company to still be alive. On the other hand I also agree with you that the main problem of the cause was internal communication. For example the communication between the passengers and the crew of the plane. If the passengers knew what was going on they would have calmed down a little more. Most of the passengers got upset because they didn’t know what was going on. On the other hand I think the staff want trained very well to handle such a situation and they didn’t have an clue on what was going on either.